Assistant Manager - IT Business Intelligence Group

Job Purpose: The Assistant Manager BIG (AM BIG) is responsible for understanding the priorities that are presented to this position and assuring that the BIG team under his/her guidance understand and carry out the tasks as needed. This position has a dual role of managing support tickets, special requests as well as projects that they are assigned to. In the role of projects, project management standards must be adhered to. In this role, any unwarranted issues, challenges, complaints are to be raised to the Manager and Sr. Manager of the BIG Team immediately. This role has a major responsibility to keep good communications with all Property Level Operations staff as well as other IT members at the property level and SSU.

Key Responsibilities

• Understand priorities as they arise and how to ensure specific jobs are scheduled and carried out as needed.

• Own the process of Shift Change and ensure all tickets are understood.

• Monitor and manage the team’s Help Desk tickets to maintain the SLAs.

• Escalate any concerns that might cause concern to upper management.

• Provide project management processes on project that are assigned to this role.

• Report all challenges in a timely manner to BIG Management with options to rectify.

• Identify and maintain all budget’s items for projects assigned including operational expense (OPEX) budget.

• Review Service Now Help Desk reports and tools to monitor open tickets and provide the correct level of priority and follow-up as needed.

• Communicate on a daily basis with Operational executives on key issues.

• Work with Operations to design the correct Risk and Risk Mitigation elements.

• Understand technology as well as Operations.

• Assists to manage 2nd Tier support for both hardware and software.

• Identify and establish working relationships with service providers and systems vendors.

• Maintain communication with other departments within the company to understand and gather requirements.

Competencies and Requirements

Minimum 2 years’ experience directly related to the duties and responsibilities specified, with 2 years of supervisory role.

Proven track record in projects and resource management

General understanding of Hotel/Casino/HR/Finance Applications

Education: Diploma or degree in Information Technology field

Language Ability: Multilingual English/Mandarin/Cantonese preferred